IT Support Specialist

Stefanini North America and APAC; Mumbai; On-site; INR 420,000 - 660,000; Full time

Job summary

Stefanini North America and APAC seeks an L2 Desktop Support Specialist to assist employees returning to the office and to support workstation restack initiatives in Mumbai. You will provide deskside and remote support across Windows and Mac platforms, manage VPN/VDI connectivity, and ensure smooth office consolidation.

The role requires 2–3+ years of experience, strong communication skills, and hands-on experience with ServiceNow for ticketing and asset tracking.

Qualifications

• 2–3+ years of IT support experience.
• Ability to diagnose and resolve BAU tickets quickly.
• Customer-focused with strong communication skills.

Responsibilities

• Provide swift, professional deskside IT support.
• Perform on-site analysis, diagnosis and resolution of desktop problems.
• Install, configure, test, maintain and troubleshoot client workstations and related hardware/software.
• Record, update and resolve tickets in the ticketing system.
• Collaborate with global teams to troubleshoot client issues.

Skills

Windows support

Mac support

VPN

Remote Desktop

VDI

Office 365

Strong communication skills

Tools

ServiceNow

Job description

Job Description:

Details

Desktop Support Specialist / L2 Support:

We are looking for a L2 engineer / technician to work on the Return to Office and Restack teams. Our client has started to return to the office and need to support their users as they return. They are also moving / consolidating offices and workstations throughout the building. Employees will no longer be assigned to a permanent "office" or "desk" but have the ability to work from anywhere in the building using Virtual Workstations that they can check out for the day / week.

Job Requirements

Responsibilities

• Minimum 2 - 3+ years of experience.
• Break / Fix - L1 and L2 issues.
• Windows / MAC Support
• IMAC - Install, Move, Add, Change
• Hardware / Software issues
• Connectivity issues - VPN, Soft Phones, Remote Desktop, VDI
• Ticketing System (ServiceNow)
• Asset Tracking / Inventory Management
• Office 365
• Strong Communications Skills

The Level 2 Team is considered the face of IT and for our clients the window to the wider technology groups. Its responsibilities lie predominately in resolving BAU tickets created by the Level 1 Team and reacting to escalations. Individual team members will attend a clients' desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.

• Provide swift and professional deskside IT support
• Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
• Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
• Utilize the ticket management system to record, update and resolve tickets from the Helpdesk
• Collaborate with other support groups across global locations to help troubleshoot client issues
• Utilize tools for building, monitoring and troubleshooting client devices